SUMMARY OF EXECUTIVE OPPORTUNITY: As Head of Customer Services, the successful candidate will assume responsibility for providing leadership and direction to all Customer Services employees so as to develop a team of highly motivated and professional staff. Drive quality, customer satisfaction and brand loyalty in every interaction; monitor costs and improve efficiencies in the department and act as ambassador for Customer Services to improve standards within the organisation as a whole. The Head of Customer Services will also exercise commercial decision-making power by serving on the Executive Committee of the global brand.

SPECIFIC QUALITIES, KNOWLEDGE AND SKILLS OF THE SUCCESSFUL CANDIDATE WILL INCLUDE:

Tertiary qualification – type of qualification is flexible as experience and leadership abilities are more important

Experience in managing more than a 100-seat call centre

Familiarity with call centre technology and a minimum of five years managing and motivating a diverse team of people – international call centre experience is advantageous

Proven ability to deal with customers of various types and levels and provide exceptional customer service

A desire to work with and develop young people in a high performance and pressurized environment

Exceptional communication skills in English and adept ability at report and letter writing

Quantitatively inclined and experienced in analysing large volumes of data

Proficiency in MS Word, Excel and PowerPoint

Ability to speak an African language would be preferred

Note: Part of the Woodburn Mann process involves verification your qualifications. Many clients also request that potential candidates completecriminal and credit checks.